Rasheed has over 8 years working experience in various sectors such as Customer Service, Telecommunication, Administrative Management, Supply chain, and Banking industries. Rasheed is matured and has good understanding of the contemporary management practices. Experienced in general logistics, event planning, procurement, and finance procedure of a standard organization. He has computer proficiency in Microsoft Office suites.
Find below some of my achievements.
As Customer Service Manager, I
Created a new Customer-centric culture aligning with company’s growth and sustainability projections.
Supervise, plan, and manage functions related to the Call Centre. Oversee and direct the day-to-day activities of The Call Centre & Call Centre Agents.
Responsible for managing and guiding Call Centre Agents in performing their duties.
Work with Regional Managers and Regional Assistants via phone calls/emails, providing vital update information for the success of the business.
Provide support in reports & resolve problems and complaints.
Monitor and review customer service processes in order to streamline procedures for enhanced efficiency via SOP (Standard Operating Procedure).
Monitor dashboard for activation of units, payments from customers and due dates of units.
Make phone calls to motivate Field Agents on collections.
Act as a source of information and answer operator/agents questions, assign tasks, follow up and give instructions as necessary.
As Supervisor. I,
In charge of running and managing the Call Centre activities.
Reporting to the General Manager Operations.
Participate in the recruitment of new Call Centre Agents.
Participate in training and retraining of Call Centre Agents and Team leads.
Preparation of shift schedule/pattern for all agents to ensure customers are always attended to and maximum productivity.
Review daily, weekly and monthly reports from Team leads.
Review HR reports.
Carry out daily, weekly and monthly Performance Evaluations (which includes KPIs, productivity, quality customer satisfaction, attendance/punctuality, schedule adherence e.t.c.) for Agents and Team leads